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Client Retention Report

This report displays the percentage of clients who have rebooked a staff member and how long it took for them to return for their next appointment. 

Things to know:

  1. The report checks for clients who had an appointment up to 1 year before the selected date range. If the client did not have any appointments within the year, they will not appear on the report.  
  2. The report takes into consideration the client's last appointment within the selected date range and compares it with their previous appointment. 
  3. The client has to rebook the same staff member at the same location for the retention percentage to be calculated. For instance, if the account has two locations and a staff member works at both locations if a client books an appointment with staff A at location A on April 1 and then schedules another appointment with staff A at location B on May 5, no retention will be calculated because the appointments were booked at two different locations.  
  4. The total retention percentage for each staff member is calculated by the number of clients who returned / total number of clients. So if within a specific date range, the staff member saw 15 clients and only 5 rebooked that staff member, the retention percentage would be 5/15 x 100 = 33.33 %.
  5. If a client only had 1 appointment within 1 year before the selected date range, they will appear on the report but no percentage will be calculated as there is no data to compare with.
  6. If a client had multiple appointments with different staff members, they will appear on the report but no percentage will be calculated. 

To access this report:

  • Navigate to Dashboard

  • Select the Reports tab

  • Under the Staff section, select the Client Retention report

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When the report opens, you can filter by a specific staff, location, date, or client type (new or existing clients). Once you have selected your filters, click on the UPDATE button to generate the desired data.

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Report Filters

Filter Description
Location The location where the appointment took place.
Staff The name of the staff member who performed the appointment.
Clients

New Clients Only - Clients who had their first appointment during the date range selected.

 

Existing Clients Only - Clients who had an appointment with a staff member, before the start of the date range and then again during the selected date range.

 

If none or all is selected in the filter, the data displayed will include both new and existing clients.

Date  Date of the client's last appointment.

Column Reference  

Column Description
Location The location where the appointment took place.
Staff Member The name of the staff member who performed the service. Clicking this link opens the staff member’s profile.
Clients

Collapsed state - displays the number of clients who rebooked the staff member during the date range.

Expanded state - displays the name of the client who had the appointment. Clicking this link opens the client’s profile

Returned Within 1 Month Percentage of clients who rebooked the same staff member within one month of the date range selected.
Returned Within 3 Months Percentage of clients who rebooked the same staff member within three months of the date range selected.
Returned Within 6 Months Percentage of clients who rebooked the same staff member within six months of the date range selected.
Returned Within 1 Year Percentage of clients who rebooked the same staff member within one year of the date range selected.

 

Let's now look at a few scenarios.

Report Filters:

  • All Location
  • All Staff
  • All Clients
  • Last 30 Days (March 30 - April 29)

Scenario 1: The client had only 1 appointment within 1 year of the selected date range

Earl Lee had an appointment on April 23 with staff member Tracy Lee. Earl Lee will appear on the report under Tracy Lee but no percentage will be calculated since he only had 1 appointment. 

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Scenario 2: The client had multiple appointments with the same staff within 1 year of the selected date range. All the appointments were within 1 month.

Shanu Kong had an appointment with staff member Grant on 3/23 and 4/5. Shanu Kong will appear on the report under Grant and the return percentage will be 100% for Returned within 1 month, 3 months, 6 months, and 1 year. 

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Scenario 3: The client had multiple appointments with 2 different staff members within 1 month 

Wal Bee had her first appointment with staff member Tracy Lee on 4/2. She had two other appointments in April but those appointments were with Mary on 4/6 and 4/19. Wal Bee will appear on the report under both staff members however, the following will happen.

  • No percentage will be calculated for Tracy Lee since the client did not rebook with her. 
  • The return percentage will be 100% for Mary for Returned within 1 month, 3 months, 6 months, and 1 year. 

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Scenario 4: The client had two appointments with the same staff more than 1 month apart  

Reneil S had an appointment with staff member Steven on 3/2 and another appointment on 4/9. Reneil S will appear on the report under Steven and the return percentage will be 100% for Returned within 3 months, 6 months, and 1 year. Nothing will be calculated for Return Within 1 month since his last appointment in the date range was more than 1 month from the previous one.

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Feel free to contact us at support@mytime.com or 888-423-1944 if you have any questions. 

 

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